Return and refund policy

  1. At Hong Teck Hin Hardware & Machinery Pte Ltd, we are committed to ensuring that our customers are satisfied with their purchases. This Refunds and Returns Policy outlines the terms under which you may return products and request refunds. Please read it carefully to understand your rights and responsibilities.

    1. Eligibility for Returns and Refunds

    We accept returns and provide refunds under the following conditions:

    1.1 Product Condition

    • The product must be returned in its original, unused condition and in its original packaging.
    • Products that have been used, damaged, or altered after delivery will not be eligible for return or refund unless they are found to be defective upon delivery.

    1.2 Defective or Damaged Products

    If you receive a product that is defective or damaged, you are eligible for a return and refund or replacement, provided you notify us within 5 business days of receipt. Please include a description of the defect or damage and any supporting evidence (e.g., photos).

    1. Return Process

    To initiate a return, follow these steps:

    2.1 Contact Customer Support

    Please contact our customer support team via email at sales@hongteckhin.com.sg or call us at +65 6294 3600 to notify us of your request. In your communication, please include:

    • Your name and contact details.
    • The order number or invoice number.
    • A description of the product and the reason for return (defective, damaged, etc.).
    • Proof of purchase, such as the invoice or receipt.

    2.2 Return Authorization

    Once we receive your request, we will review it and, if applicable, provide you with a Return Authorization Number (RAN). This authorization must be obtained before returning any product. Products returned without prior authorization may not be accepted.

    2.3 Returning the Product

    After receiving the Return Authorization, please send the product to the following address:

    • Hong Teck Hin Hardware & Machinery Pte Ltd Block 4010, Ang Mo Kio Ave 10, #04-03 Techplace 1, Singapore 569626

    Ensure the product is securely packed to prevent damage during transit. We recommend using a trackable shipping service, as we are not responsible for items lost in transit.

    1. Refund Conditions

    3.1 Refund Timeframes

    Once we have received and inspected the returned product, we will notify you of the approval or rejection of your refund request. If approved, your refund will be processed within 30 business days of our receipt of the returned product. Refunds will be issued via the same payment method used for the original purchase.

    3.2 Non-Refundable Products

    The following types of products are not eligible for returns or refunds:

    • Custom orders or special orders.
    • Products that have been used, installed, or altered after delivery (unless defective or damaged upon receipt).
    1. Fees and Costs

    4.1 Return Shipping Costs

    If the return is due to a defective or damaged product, we will cover the return shipping costs. In other cases (e.g., change of mind), you will be responsible for any return shipping fees.

    4.2 Restocking Fees

    We do not charge a restocking fee for returns of defective or damaged products. However, for returns due to reasons other than defects or damage, a restocking fee of 10% of the product’s purchase price may apply.

    1. Exchanges

    We offer exchanges for defective or damaged products, subject to product availability. If you wish to exchange a product for the same item, please follow the same return process outlined above.

    1. Cancellation of Orders

    Indented orders are non cancellable once accepted as resources and raw materials have been deployed by our principal. You may cancel (“non indent”) order before it is dispatched by contacting us directly. Once the order has been shipped, cancellations are not allowed. If the order has already been dispatched, you may follow the return process if applicable.

    1. Customer Support Contact Information

    If you have any questions or need assistance with a return or refund, please contact our customer support team:

    • Email: sales@hongteckhin.com.sg
    • Phone: +65 6294 3600
    • Address: Block 4010, Ang Mo Kio Ave 10, #04-03 Techplace 1, Singapore 569626

    Our customer support team is available during regular business hours to assist with any issues or concerns.